**Responsibilities**- Manage incidents in ServiceNow, including both automated alerts and user-submitted requests- Follow workflows and procedures documented in Confluence to resolve issues effectively- Communicate with external users and escalate cases to clients as needed- Validate data from financial institutions, demonstrating knowledge of macroeconomic categories- Handle sensitive information while adhering to demanding SLA requirements- Participate in Incident and Change Management processes to ensure smooth operations- Maintain and update necessary documentation to support ongoing processes- Address critical escalations and manage complex, non-routine support requests**Requirements**:- At least two years of experience in Application Support roles- Experience with ticketing systems such as ServiceNow- Strong communication skills to effectively interact with external users- Understanding of ITIL practices and methodologies- Ability to remain focused and perform effectively in high-pressure situations- Proficiency in English at a B2+ level**Nice to have**- Certifications in ITIL or financial systems- Experience using automation tools to improve workflow efficiency- Skills in database querying and report generation- Experience managing multilingual or cross-regional support scenarios**We offer**- Career plan and real growth opportunities- Unlimited access to LinkedIn learning solutions- International Mobility Plan within 25 countries- Constant training, mentoring, online corporate courses,



eLearning and more- English classes with a certified teacher- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)- Adaptable work schedule and dress code- Collaborate in a multicultural environment and share best practices from around the globe- Hired directly by EPAM & 100% under payroll- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)- 13 % employee savings fund, capped to the law limit- Grocery coupons- 30 days December bonus- Employee Stock Purchase Plan- 12 vacations days plus 4 floating days- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and moreEPAM is a leading global provider of digital platform engineering and development services.We are committed to having a positive impact on our customers, our employees, and our communities.We embrace a dynamic and inclusive culture.Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow.No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

📌 Application Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara